Order Cancellation Policy

1. Eligibility

You may request to cancel an order if it has not entered the shipping process within 72 hours after payment.

Once an order has entered the shipping process, it is considered shipped and cannot be canceled.

2. Non-Cancellable Situations

Orders that have already begun shipping processing.

Failure or delay caused by incomplete or incorrect shipping address or contact information does not constitute a reason for cancellation. The buyer bears full responsibility for such issues.

3. Handling After Shipment

If the order has been shipped, you may request a return under the Returns, Refunds, and Exchanges Policy.

• Returns can be requested within 14 working days after the product is delivered.

• Once the return is confirmed, the refund will be processed within 1–3 working days. Bank settlement cycles may result in funds being received within 10–15 working days (depending on the bank’s processing time).

• Refunds will be issued to the original payment method (Visa or Mastercard).

4. Cancellation Process

If you meet the eligibility criteria, please contact customer service and provide the following information:

• Order number

• Payment proof or receipt

• Reason for cancellation

Contact:

Phone: +1 (781) 698-8264

Email: vente@sofetra.com

5. Review and Refund

Upon receiving a complete cancellation request and related documents, we will review it within 1–3 working days and notify you of the result via email.

Eligible requests will be submitted for bank processing within 1–3 working days.

Refunds typically take 10–15 working days to reach your account, depending on the bank’s processing time.

If the refund exceeds the expected arrival time, please contact customer service again and provide your order number and payment proof for further follow-up.

6. Customer Support

Address: 1380 N MERION WAY #101, FAYETTEVILLE, AR 72704-6413, US

Phone: +1 (781) 698-8264

Email: vente@sofetra.com

Business Hours: Monday to Friday 9:00–12:30 / 14:00–18:00 (CET)